Tochka Bank Enhances Customer-Centric Approach

Anastasia Antonova, Head of Customer Experience at Tochka Bank, shared in an extensive interview with Vedomosti how the bank is fostering a customer-centric approach. It enhances customer support, helps employees better understand entrepreneurs' needs, and seeks ways to measure how service quality impacts business outcomes.

The conversation also covered the bank's initiatives for entrepreneurs, including a new project — the Customer Experience School. It helps establish systematic client engagement.